Technical Account Management

**Introduction**: Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will help lead this change over the next decade because we believe a future where technology is embedded intimately into all aspects of our everyday lives can benefit everyone and will shape the interactions with the brands we love. We will help shape the future of frictionless commerce by working together with some of the best brands in the world and some of the best people in the industry to leverage converging technologies that will make it possible to accelerate frictionless commerce faster than ever.Pivotree provides services focused on the design, implementation, management, and maintenance of complex ecommerce solutions for large enterprises. We provide the technical skills necessary to enable the effective use of technologies combined with the business context to leverage a solution to solve our clients' business challenges. We strive to fill the gaps in available technology with our own IP to reduce the barriers to adoption.We enable inclusive, immersive and highly personalized experiences for our clients and their customers. We build our products with a view to productizing and scaling technology to lower the costs and reduce the risks of implementing and managing our integrated solutions. Each of our solutions starts with reliable and reputable e-commerce and MDM platforms, which run on enterprise grade infrastructure that are customized to meet a variety of client needs, situations, and budgets. Over the next 10 years we will add new categories and capabilities that will define frictionless commerce ecosystems.This is a journey of technology acceleration combined with consumer readiness and adoption. We are looking for people capable of adapting relentlessly to the rapidly evolving world around us.

Real Customer Success is driven by people who are passionate about helping customers. If this describes you, then the Pivotree Technical Account Management team is the place for you.

As a trusted advisor to our customers, you provide valuable guidance around the optimization and continuous improvement of their solution, services, and beyond. You will build strong relationships with customer contacts at various levels as well as acquire insights into their businesses. You will interact with multiple departments regularly, and present information to both technical and business stakeholders regularly.
Working as part of the Technical Account Management team, you own the day-to-day account relationship including increasing service awareness and adoption, ensuring retention, issue management, support for new solutions, customer escalations, and overall customer satisfaction.

Role & Responsibilities
- Establish a trusted advisor relationship with each assigned customer and continue to drive business value of Pivotree products and services for them.
- Own the overall day-to-day primary account relationship with customers including the following responsibilities: onboarding; regular status reporting including quarterly business reviews; change, incident and problem management; SLA management; billing inquiries and cost forecasting; customer satisfaction; and promoting Pivotree offerings to meet customer business needs.
- Be the voice of the customer and advocate to address their needs/issues cross-departmentally, escalating issues to management as necessary
- Collaborate with Pivotree’s Sales and Strategic Account Executive teams to help our customers achieve business objectives, assist during customer renewals and resolve other contract issues
- Conduct regular solution assessments of service, capacity, and performance on behalf of our customers and translate results into proactive recommendations
- Identify and provide feedback into future Pivotree service offerings and provide feedback on service/support trends across the customer base
- Maintain and expand documented working knowledge of Pivotree solutions
- Participate in an on-call rotation to support after-hours incidents
- Able to travel occasionally, internally or to customer sites, within and outside of Canada/US

Skills & Competencies
- Excellence with customer interactions and experience advocating and supporting clients
- Bachelor’s Degree or higher in Computer Science/Systems/Engineering or a related discipline or equivalent experience
- Minimum of 6-8 years’ experience in similar customer facing roles including, but not limited to, Technical Account Management, Customer Success, or Program or Project Management
- Possess an excellent work ethic; focused attention to detail; the drive of a self-starter; a natural curiosity to solve complex business problems; and an ability to learn and master new technologies with technical aptitude
- Strong relationship-building skills in a cross-functional environment and strong interpersonal skills to lead staff when solving issues for customers
- Strong written and verbal communication skills, includ